Global ETD Search
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Showing 1 to 1 of 1 for “"opportunistic customer complaining"”.
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Justly so? Employee justice perceptions of legitimate and opportunistic complaints
Unjust customer complaints are increasing, liberal redress policies are becoming more commonplace, and front line employees are expected to smile and just deal with fictitious complaints with redress and a sincere smile. Is this justly so? This research helps to fill the current gaps in complaint, …